Customer Service Manager

We have a great opportunity for someone to join us as a Customer Service Manager, leading dedicated regional customer service resources across the Northeast, Gulf Coast, Plains and West regions. The role will be responsible for ensuring order accuracy, delivery commitments and a consistent customer experience across Westway Feed Products, while serving as the primary point of accountability for customer service standards across the business. The position will balance regional responsiveness with consistent company-wide processes, working closely with cross-functional teams to resolve issues and deliver strong customer outcomes. Position Title: Customer Service Manager Business area: Liquid Products Location: The Woodlands, Texas Position Type: Full-time Business Overview Westway Feed Products is North America’s largest manufacturer of liquid supplements for livestock. Additionally, we produce feed mill products, dried molasses and industrial products. The core concept of Westway’s business is to utilize co-products from other industries and convert them into safe, high-quality, cost effective, livestock feed supplements. While Westway’s primary ingredient for many of our products is molasses, we also incorporate other co-products. The concept of utilizing these co-products is the foundation of our sustainability platform. Today, Westway operates 22 production facilities across the United States, Canada and Mexico. Our geographic reach allows for products to be developed according to environmental and production system variations across the country. Westway, a division within ED&F Man, is owned by Hartree Partners, LP a leading global merchant commodities firm facilitating the flow of energy, metals, agriculture, and environmental products across the full commodity supply chain, connecting producers and consumers. Hartree was founded in 1997, is jointly owned by senior management and funds managed by Oaktree Capital Management, LP, and employs around 5,000 individuals worldwide. Key Accountabilities: Lead end-to-end order management across the Northeast, Gulf Coast, Plains and West regions, ensuring consistent service delivery and customer experience. Establish standardized customer service processes and ensure consistent adoption across all regions and plants. Lead, coach and develop regional customer service representatives, ensuring appropriate coverage, cross-training and continuity across major accounts. Recruit and onboard team members while maintaining cross-training plans to minimize single points of dependency. Build strong partnerships with Regional Managers, sales, operations and customers to align stakeholder needs and deliver positive experiences. Coordinate demand signals, plant scheduling and delivery exceptions to keep commercial commitments aligned with operational capacity. Safeguard pricing, contract terms and customer master data accuracy, partnering with Finance on credits, rebills, billing disputes and accounts receivable issues. Standardize operating procedures and drive effective adoption of ERP and CRM systems across all regions. Develop customer service reporting and performance scorecards covering order accuracy, on-time and in-full delivery, escalation cycle time, credit and rebill volume, and customer satisfaction. Use performance data to direct coaching, staffing and process improvement priorities. Represent Customer Service across each region, maintaining strong relationships and clear communication with internal and external stakeholders. Proactively identify and resolve service issues, escalating matters when required to protect the customer experience. Reinforce Westway's health, safety, environmental and quality commitments across all customer-facing activities. Ensure service commitments are operationally achievable and do not compromise safe or compliant operations. Participate in cross-functional initiatives and continuous improvement activities to strengthen service delivery and operational consistency. Proactively solve problems, communicate effectively and maintain accountability for customer service performance across the business. Skills and Experience: 5+ years of experience in customer service, inside sales or order management within manufacturing, agribusiness, food and feed, chemicals or bulk distribution. Bachelor's degree in business, agribusiness or a related field, or an equivalent combination of education and experience. 2+ years of direct people leadership experience, including managing remote or multi-site teams. Hands-on experience with ERP order management, with strong Excel and service reporting capabilities. Strong ability to influence and collaborate effectively across functions without direct reporting authority. Proven ability to resolve customer escalations spanning commercial, operational and quality issues. Strong analytical and organizational skills, with the ability to manage multiple priorities and use data to drive decisions. Excellent communication and interpersonal skills, with the ability to build trust with customers, colleagues and cross-functional partners. Strong problem-solving and decision-making abilities, with sound judgment and attention to detail. Proficiency in ERP, CRM, Excel and other relevant business systems. Ability to develop and standardize processes across geographically distributed teams and locations. Experience supporting continuous improvement, process standardization or organizational change is desirable. Background in liquid feed, animal nutrition or other agricultural-based businesses is preferred. Willingness and ability to travel approximately 20–30% to regional customers and manufacturing plants. We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply. Our Offer We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading. Our Values Integrity, Accountability, Teamwork, Passion for Service, Business Insight Our values define who we are at Westway Feed Products. They are the foundation of our culture and guide how we operate, collaborate, and serve our customers. These principles shape the way we make decisions, communicate with one another, and deliver results across our business. At Westway, we are committed to doing the right thing, taking ownership of our performance, working together to achieve shared success, delivering outstanding service, and building strong business understanding across our teams. These values are supported by essential behaviours that help guide not only what we achieve, but how we achieve it. By embracing these principles, we build a culture that prioritises safety, operational excellence, continuous improvement, and delivering value to our customers, partners, and communities. Our Commitment We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law. We are willing to make any reasonable adjustments throughout our recruitment process. #J-18808-Ljbffr